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Salesforce Service Cloud questions

Terms in this set (115)

a,d,e
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.What needs to be configured for the SoftPhone to work in Salesforce? (Choose 3).
A. Install an adapter from AppExchange to work with third-party CTI systems
B. Use Apex to create an adapter to work with third-party CTI systems
C. Assign the Salesforce CTI license to Salesforce users
D. Assign the correct Salesforce users to the Call Center
E. Create a SoftPhone layout and assign to user profiles
d
Universal containers want to identify potential delays in the customer support process.Which metric should the contact center management analyze? (Choose 1)
A. Case volume by channel.
B. Cases created by type.
C. Open cases by reason.
D. Average case stage duration.
c,d
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering.What key metrics can be expected to improve following the CTI implementation? (Choose 2)
A. Average days to close
B. Average handle time
C. First call resolution
D. Abandon rate
a
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
A. Number of article votes
B. Number of customer ratings
C. Number of approved articles
D. Number of archived articles
a,d
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
A. Number of outbound calls per day
B. Number of closed cases
C. Number of lead referrals
D. Number of attempts to contact
b,c
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
A. Track social sentiment across social media outlets
B. Improve the training provided to existing agents
C. Hire more agents for the contact centers
D. Configure entitlements and milestones to enforce SLAs
d
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
A. Hire contact center representatives that specialize in each of the product categories.
B. Make contact center representatives accessible 24/7 to distribute the call volume.
C. Redirect users from the company site to social media forums about the products.
D. Make knowledge base articles and community answers accessible on its website.
d
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use an assignment rule to assign new cases to the product manager
D. Use a workflow rule to send an email to the product manager
b
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
A. Community
B. Email to Case
C. Web to Case
D. On Demand Email to Case
c,d,e
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
A. Set the publication status of the article tame to draft status
B. Create the custom fields for the slide type
C. Set up the article actions and assign publishers to each action
D. Create the data categories and set up the data category values.
E. Set up a zip file that contains the CSV, HTML, and image files.
c
UC would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
A. Enable the Knowledge sidebar related list on the case page layout
B. Create a Visualforce page called Knowledge sidebar on the case page layout
C. Enable the Knowledge sidebar setting in the case support settings
D. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
b
A contact center agent needs to respond privately to a Facebook post on the fan page. The post has been converted to a case using salesforce for twitter and Facebook.How can the agent respond privately to the customer?
A. The agent must change the case status before replying. B. The agent can post privately on Facebook for salesforce. C. The agent must invite the customer to another channel. D. The agent must use the "Send private Message" button on the case
a,b
Universal Containers is setting up a field service dispatch contact center.Which functionality should be considered when designing the contact center? (Choose 2)
A. Mobile access to case information
B. Visibility into service entitlements
C. Predictive dialer for outbound call
D. Chatter groups for customer
a,b,d
What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers.
A. To provide live and historical data on system performance
B. To provide information regarding planned maintenance C. To provide best practices for continuity plans
D. To provide online security threat information
E. To provide live support for system and data backup
a,d
UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers.
A. Indicates when records and lists are changed by others B. Is available for users in the partner portal
C. Allows Chatter Messenger to be used between agents
D. Displays records and their related items as tabs on one screen
b
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
A. Use Twitter-to-Case and add workflow rules to the case object
B. Enable social profile and add assignment rules to the case object
C. Use the routing queues provided with Salesforce for Twitter and Facebook
D. Enable social profile and add workflow rules to the contact object
a
Universal Containers is transitioning from a legacy service and support system to salesforce.What is a recommended way to migrate and cleanse the data?
A. Cleanse the data outside of salesforce and then migrate the data.
B. Upload the data into salesforce and then run the native de-dupe tool.
C. Use the salesforce import wizard to load and cleanse the data.
D. Use salesforce data loader to load and cleanse the data.
a,b
Universal Containers' contact center manager needs to measure the following metrics:- Agent productivity- Customer satisfactionWhich report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
a,d
The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? Choose 2 answers.
A. Enable and use Chatter feed tracking in the case object B. Enable the Service Cloud console and Knowledge sidebar for agents
C. Create escalation rules to re-assign cases after SLAs have expired
D. Create case teams and introduce swarming to resolve cases
a
UC wants to deploy the Service Cloud to its contact centers located across North America, Europe and Asia. The company would like standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?
A. Assign a global team of experienced agents and leaders to create a common design template and report structure B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization
D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
a,c
UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to enforce service levels with time-dependent processes
B. Ability to prompt callers for the service contract number with IVR menus
C. Ability to specify unique service levels for each customer
D. Ability to determine if a customer has escalated a case in the past
b
UC is in the process of setting up a business-to-business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
A. Cases
B. Service contracts
C. Milestones
D. Assets
d
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article managers the various publishing capabilities.What configuration should be recommended to meet this objective?
A. Assign article managers to public groups and specific publication states to each group
B. Assign article managers to publication teams and specific article actions to each team
C. Assign article managers to publication teams and specific publication states to each team
D. Assign article managers to public groups and specific article actions to each group
a
UC, a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements?
A. Force.com Sites and High-Volume Customer Portal
B. Force.com Sites with Knowledge and Email-to-Case
C. Visualforce and Self-Service Portal
D. Force.com Sites with Knowledge and Web-to-Case
a,b
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
A. Streamline the agent interface.
B. Enable templates for written responses.
C. Implement team productivity dashboards.
D. Offer supports through Facebook and twitter.
c
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
A. Create a custom Visualforce page
B. Create a custom report
C. Create a custom related list on the case
D. Create a custom view on the Case tab (or Case Feed)
a
Universal Containers staffs its contact centers to allow for up to 20% of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.What solution should a consultant recommend to meet this requirement?
A. Create a dashboard report to display and compare escalated cases against non-escalated cases.
B. Create a daily snapshot report of all cases and calculate percentage of escalated cases.
C. Create a formula field on the case record to calculate percentage of escalated cases.
D. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
d
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
A. Design a custom object to track credit requests and route them regionally using assignment rules
B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules
C. Enable the self-service portal and generate logins for the hospital staff by region
D. Use cases to track the credit requests and route them to regional teams using assignment rules
b,d
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
A. Use auto response rule to send an email...
B. Use escalation rule to send an email...
C. Supervisors to investigate those cases...
D. Identify those cases and assign to the closure team...
b,d
UC has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? Choose 2 answers.
A. Only one inbound email address can be used for Email-to-Case
B. Follow-up emails and attachments related to a case are attached to the case
C. Follow-up emails related to a case will update the case comments
D. Assignment, escalation, and workflow rules are processed on inbound emails
d
What support strategy will enable an organization to improve its overall capability for handling customer support inquires without increasing the number of call center agents?
A. Entitlement management.
B. Facebook integration.
C. Computer telephony integration.
D. Knowledge-centered support.
b,d
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
A. Solution design document
B. Project kickoff presentation
C. Requirements traceability matrix
D. Project milestones
c
UC's customer service technicians need to access the following information while at a customer site to complete the service call: Customer order history, Level of contracted support, List of replaceable parts. What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
A. A third-party mobile application platform
B. A knowledge management system
C. An enterprise resource planning system
D. A workforce management system
a
Universal containers purchased knowledge and would like to implement it as soon possible.What approach should a consultant recommend?
A. Activate the knowledge sidebar within the service cloud console.
B. Activate the knowledge sidebar on the case detail page. C. Create a knowledge visual force component on the case detail page.
D. Create a knowledge visual force component within the service cloud console.
a,b
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metric can be used to assess the success of the new workforce management system? Choose 2 answers.
A. Schedule adherence
B. Agent utilization
C. Number of calls offered
D. Quality monitoring score
a,c,e
A universal container wants to measure the efficiency of its contact center.Which metric should the contact center manager analyze?Choose 3 answers.
A. Number of open cases per day.
B. Number of closed cases with articles attached.
C. Number of cases escalated.
D. Number of new customers added.
E. Average number of days to close cases.
b,c,e
The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers.
A. Delivering IT services that are focused on functionality rather than usability
B. Aligning IT and the business which allows IT to better understand current and future needs of the business
C. Setting customer expectations with predictable processes that are consistently used by the organization
D. Achieving cost savings by utilizing operational resources only for the duration of the project implementation
E. Create service levels between IT and the business to provide value at an agreed upon cost
b,d,e
Universal Containers needs to set up a customer portal to provide customers with a self-service option for support.Which capability can Universal Containers provide its customers via the customer portal? (Choose 3)
A. Allows customers to search documents in Contact
B. Allows customers to search a knowledge base
C. Allows customers to customize their user interface
D. Allows customers to follow Chatter feeds
E. Allows customers to submit ideas and answers
a
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization?
A. Enable Live Agent for the organization
B. Enable Chatter Messenger for the organization
C. Create an iframe to display the chat window
D. Create user profiles on permission sets
b,d
The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.
A. Number of knowledge articles in each category
B. Knowledge articles with the lowest rating
C. Knowledge articles created by call center agents
D. Knowledge search query with no results
a,c
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: 10 million cases, 1 million accounts, 3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.
A. Results may be slow when searching for records
B. The Salesforce or may be slow during the data migration C. Salesforce reporting speed may be affected
D. Related lists on the case object may be slow to populate
b
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
A. Contact list view edit time
B. Contact report run time
C. Contact related list load time
D. Contact view page load time
c
Universal containers want support agents to have the ability to work on multiple cases at the same time.What should a consultant recommend to meet this requirement?
A. Configure and utilize the agent console.
B. Open multiple salesforce windows at the same time.
C. Configure and utilize the service cloud console.
D. Create a visual force page to display multiple cases.
b
UC wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified that its current infrastructure supports integration with Salesforce. What must be taken into consideration to meet this requirement?
A. The number of intended Service Cloud console apps will not exceed the CTI adapter limits
B. The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI
C. The CTI adapter requires the Service Cloud console highlights panel for Softphone control
D. The CTI adapter supports the Service Cloud console push notifications for field or record changes
a,c,e
Which task should be included in a business continuity plan for a contact center? (three answers)
A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Moniter service level agreements (SLAs) and notify customers.
a,b,c
UC plans to deploy Salesforce Console for Service to its support team. Which step should be considered in deployment? (three answers)
A. Customize highlights panels for all objects.
B. Set up interatction logs and assing them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue
E. Customize case list views
a
UC needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
A. Create public groups with article managers and assign each group to specific article actions.
B. Create Publication teams with article managers and assign each team to specific article actions.
C. Create public groups with article managers and assign each group to specific publicaton states.
B. Create Publication teams with article managers and assign each team to specific publication states.
b
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matters.
Which feature will help the support agent send this question to the right group of people?
A. Mass email.
B. Chatter groups.
C. Publich groups.
D. Escation rule.
d
Which native service Cloud solution is used for case satisfaction surveys?
A. Enable the case survey option on the case object.
B. Enable the case survey auto-response rule.
C. Check the survey option in the case settings.
D. Create a Web-to-case form with a custom case type of survey.
c
For which purpose should a contact center use visual workflow?
A. To automatically assign cases to a specific queue based on the customer support level.
B. To assign follow-up tasks to an agent one week after a case is closed.
C. To automate business processes for agents who troubleshoot customer support issues via phone.
D. To escalate a case to the support manager if it has been open for more than 72 hours.
b,d,e
Universal Electric initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review, an agent needs to contact the customer to review the activities. Cases can only be closed after the customer review has been completed. UE needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. What should the consultant consider to meet these requirements? Choose 3 answers.
A. Total number of account and contact records in the database
B. Visibility and access to the work order records
C. Account team relationship to the primary contact
D. Work order and customer contact escalation requirements
E. Case closure rules on the original case
a
A customer calls the service desk at UC. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support. What solution should a consultant recommend to prevent this scenario from happening in the future?
A. Add the entitlements related list to the contact records B. Add the entitlement contacts related list to account records
C. Add the assets related list to contact records
D. Add the service contract related list to contact records
a,c
A contact center manager wants to measure the impact of a new customer case program.What can be used to measure an increase in customer satisfaction? Choose2
A. Customer satisfaction survey.
B. Average handle time.
C. First call resolution.
D. Service-level agreement.
a
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue
a
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
A. Create a case report to show all cases across tiers filtered by an escalation flag.
B. Create a case report to show the number of cases for each tier and sort them by case owner.
C. Create an approval process to ensure only the appropriate cases get escalated.
D. Create a custom trigger to generate history when cases get escalated between tiers.
a
Universal Containers wants to track customer satisfaction (CSAT).Which solution will automate the process for support agents to survey customers when cases are closed?
A. Utilize an AppExchange package to handle customer surveys
B. Modify the user interface settings for the case survey sidebar
C. Create a validation rule for case survey email templates D. Enable the case survey object for the customer portal
c,d,e
UC is configuring the Service Cloud console to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers.
A. Providing a Knowledge sidebar to suggest a solution related to the case
B. Creating a button to send an email response and re-queue the case
C. Displaying a technical diagram of a registered product related to the case
D. Displaying real time visual indicators when lists and records are changed
E. Displaying basic data from a legacy enterprise resource planning system
a
Universal containers is launching a full line of new products and service cloud should support the following requirements:• Agents need to collaborate with other teams.• The product development team needs to be alerted on high-priority cases for specific products.Which solution will meet these requirements?
A. Use workflow rules for notifications and cases teams to monitor cases.
B. Use workflow rules for notifications and account teams to monitor cases.
C. Use escalation rules for notifications and account team to monitor cases.
D. Use escalation rules for notifications and case teams to monitor cases
c,d
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents.Which reports can the help desk manager use to determine the quality of the articles?Choose 2 answers
A. Report on the articles followed in Chatter
B. Report on agent feedback on articles
C. Report on the articles attached to cases
D. Report on agent ratings on articles
b,d
A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers.
A. Hide the Article Management Lab for users who should have read-only access to articles
B. Enable the Manage Articles permission for the publisher profile and assign it to users
C. Set the organization-wide default to private and create sharing rules for the FAQ article type
D. Create a publisher profile that includes create access on the FAQ article type
a,c
Universal containers is experiencing system timeouts when running case reports.
A. Remove unnecessary columns from the reports.
B. Remove dashboards based on long-running reports.
C. Remove formula fields from filter criteria.
D. Remove date boundaries from filter criteria.
b
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
A. Visual Workflow, data loader, and Force.com IDE
B. Force.com migration tool, Force.com IDE, and change sets
C. Data loader, change sets, and Force.com Excel Connector
D. Mass Transfer Records, change sets, and Force.com migration tool
c
Integrate with Facebook and Twitter, monitor negative posts.
A. Use TwitterForce
B. Use Salesforce and Google Analytics
C. Use Social Hub
b
When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?
A. Original creation date and total number of article views.
B. Original creation date and average rating of articles.
C. Last modified date and total number of article views.
D. Last modified date and average rating of articles.
b
What is the primary function of a private branch exchange (PBX)?
A. To route calls to different agents
B. To receive multiple calls at one time
C. To report the caller's background information
D. To use speech recognition to direct calls
a,d
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
A. Cross-train agents on both product lines
B. Enable agents to transfer calls to other agents
C. Prioritize customer calls based on their SLA
D. Implement a customer self-service portal
a
A customer has recently implemented an on premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems.What option should a consultant recommend?
A. Use a computer telephony integration (CTI) adapter that supports its telephony system
B. Implement an on-demand telephony solution provided by a leading vendor
C. Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit
D. Create an API integration between Salesforce and the telephony system
c
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.Which customer requirement would require the use of Email-to-Case?
A. Requires the use of Transport Layout Security (TLS)
B. Accepts attachments from emails
C. Accepts email attachments larger than 25 MB
D. Handles more the 10,000 emails a day
b,c
Customers can contact universal appliances to report problems with their appliances within 30days of delivery. Support agents need quick-view-only access to an external database that stores over 100000 known product bugs logged by the product engineers.Which solution should a consultant design to meet this requirement? Choose2
A. Create a custom product bug object and import the data into salesforce
B. Use SOAP API to integrate the external database with salesforce.
C. Display product bug data in salesforce via visual force page.
D. Use Bulk API to load the product bug data into salesforce.
b,c,d
What is a characteristic of Visual Workflow? Choose 3 answers.
A. Apex code must be used to update fields in the database
B. Apex code must be used to pass data to legacy systems C. Only one version of a flow can be activated at a time
D. Elements can be used to update fields in the database
E. Elements can be used to pass data to legacy systems
b
The IT help desk at UC is divided into two tiers to handle escalations. The company would like to improve the collaboration among help desk agents and reduce the number of issue escalations. What solution should a consultant recommend?
A. Enable Chatter on Knowledge articles
B. Create a Chatter group for the help desk
C. Allow agents to add comments to each other's cases
D. Use Chatter Answers for the help desk
c
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.Which solution will create and route the field service dispatch record when the case is saved?
A. Use a validation rule
B. Use a workflow rule with an action
C. Use an Apex trigger
D. Use a case assignment rule
b,c
The UC contact center offers support via email, the Internet, and a Service Cloud portal. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which report should the contact center manager present to executive management? Choose 2 answers.
A. Average call handle time by team
B. Number of cases created using portal
C. Number of cases closed by a self-service user
D. Number of IVR inquiries without agent involvement
b
Universal containers has implemented service cloud in their call center and would like to integrate it with their existing telephone system. All members of staff use a standard build for desktop computers and the IT department has indicated that they can't produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
A. Build an adapter using the CTI toolkit.
B. Implement an adapter built on open CTI
C. Move to a cloud-based telephony system.
D. Implement an adapter using the telephony/API
a,b
Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)
A. Allow administrators and trusted community members to escalate a question into a case.
B. Create a draft Knowledge article from a reply using the promote article button.
C. Display up to three category groups to help organize questions for easy browsing.
D. Use the close and resolve button on the case page layout to close a case and mark the question resolved.
b,c
Universal Containers CFO is looking for ways to reduce contact center costs.Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
A. Customer retention
B. Average handle time
C. First call resolution
D. Upsell percentage
b,d,e
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers.
A. Configure workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for each product
D. Define approval processes for each article type
E. Configure data category values for each product
b
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:• Support attachments up to 20MB per inquiry• Over 10,000 inquiries per day• Which solution should a consultant recommend to meet these requirements?
A. On-Demand Email-to-Case
B. Email-to-Case
C. Customer Chatter groups
D. Web-to-Case
d
A consultant is working on a Service Cloud implementation with a fixed-budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline. B. Adjust the project scope to accommodate the new requirements and continue with original project schedule
C. Add development resources to the project team to build out the additional requirements
D. Document the requirements gap and communicate development options to the project team
d
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access case information for the last one year.
A. Migrate open and closed cases without milestones and entitlements.
B. Migrate closed cases to a custom read-only object.
C. Migrate closed cases with milestones and entitlements. D. Migrate open and closed cases with milestones and entitlements.
b
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
A. Bookmark all the comments related to the issue from the SMEs
B. @mention the SMEs on the case Chatter feed and follow the case
C. Follow the SMEs to receive automatic updates when they add case comments
D. Use hashtag (#) to track the customer case and SMEs comments
a,b
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.What should a consultant recommend to meet these requirements? (Choose 2)
A. Workflow rules
B. Case teams
C. Escalation rules
D. Auto-response rules
b,d
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session
b
Universal Containers staffs its contact centers to allow for up to 20% of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.What solution should a consultant recommend to meet this requirement?
A. Create a formula field on the case record to calculate percentage of escalated cases.
B. Create a dashboard report to display and compare escalated cases against non-escalated cases.
C. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases.
a
Universal containers is having trouble with adoption of its knowledge base. Customers have reported difficulty location they need. The following facts are known:• Data categories are used to indicate which contact center and business unit authored the article.• Articles have drastically different types of content mixed together (e.g. FAQ, product manuals and install guides).• Agents are not consistency completing all article fields.What should the consultant recommend as a first step in improving the usability of the knowledge base?
A. Create article types for each content type and implement an approval process.
B. Create article types for each business unit and have supervisors review articles.
C. Add a data category to indicate content type and enable workflow rules.
D. Use a Visual Force page to enable more granular search filtering.
a,b
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
A. Leverage Live Agent for web-based chat
B. Implement Salesforce Knowledge on a portal
C. Enable service contracts and entitlements
D. Implement Service Cloud console to support agents
c
UC wants to display a list of open cases, data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
A. Create a custom Visualforce page to display case list view, external system and Knowledge articles
B. Configure the agent console and display the articles, case view, and external system custom object
C. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar
D. Configure the Service Cloud console, integrate the external system, and enable Knowledge
c
Universal Containers is concerned with system performance in its contact center because the number of contact records has exceeded 40 million.What platform functionality might be affected by the number of contact records?
A. Contact list view edit time
B. Contact view page load time
C. Contact report run time
D. Contact related list load time
a,b
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.What should a consultant recommend to meet these requirements? (Choose 2)
A. Case teams
B. Workflow rules
C. Auto-response rules
D. Escalation rules
a,b
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: 10 million cases, 1 million accounts, 3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.
A. Results may be slow when searching for records
B. Salesforce reporting speed may be affected
C. The Salesforce or may be slow during the data migration D. Related lists on the case object may be slow to populate
a,d
UC has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views? Choose 2 answers
A. Filter the views by case owner
B. Remove filter criteria from the views
C. Restrict visibility of the views
D. Reduce the number of fields displayed
c
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
A. Users, contacts, accounts, cases
B. Accounts, contacts, cases, users
C. Users, accounts, contacts, cases
D. Accounts cases, users, contacts
a,b,c
What process is a use case for Visual Workflow? Choose 3 answers.
A. Caller verification and creation of a new case
B. Decision-based troubleshooting for representatives
C. Cross-sell promotions for representatives
D. Field validation during case creation
E. Assignment of email to a case queue based on subject
b,d
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
A. Number of lead referrals
B. Number of attempts to contact
C. Number of closed cases
D. Number of outbound calls per day
a,c
When Designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first?(Choose 2)
A. Case queues
B. Case custom reports
C. Case assignment rules
D. Case dashboards
a,c
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website?(Choose 2)
A. Display articles in a public knowledge base.
B. Display articles in Salesforce Answers.
C. Display articles with HTML, images and links.
D. Publish articles to the web using Salesforce Publisher.
b,c
What is a benefit of a customer community?(Choose 2)
A. Eliminates the need for support agents
B. Enables customers to log inquires without contacting an agent
C. Reduces incoming call volume.
D. Eliminates the need to track service level agreements
c
A support agent has a detailed question about product functionality. the agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people
A. Mass Email
B. Escalation Rules
C. Chatter Groups
D. Public Groups
d
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
A. Send an email reminder to update the article status to Published on the start date
B. Create a task related to the article with a reminder set for the article start date
C. Create a workflow rule to update the article status to Published on the article start date
D. Set the article publish date to automatically display the article on the start date
a,b
Universal Container analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. the company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate?(Choose 2)
A. Align agent performance goals with KPIs
B. Train support agents
C. Hire additional support agents
D. Reduce the cost per call
b,d
Universal Containers needs to produce a dashboard in Salesforce that shows the average cost per call. Which data needs to be available in Salesforce in order to create the report?(Choose 2)
A. Average seconds to answer and talk time
B. Agent hours worked and agent wage rate
C. Case status and case age
D. Talk time and call wrap time
c,d
Universal containers is looking to migrate to a new knowledge solution for their contact center. they have 10,000 knowledge articles, but have found that only 5% are being used frequently by their contact center agents and customers on their public website. what should be recommended as part of this implementation.(Choose 2)
A. Import all articles and then delete those which are not important
B. De-prioritize data quality, because articles can be modified by the KB manager after deployment
C. A one-time import of only the most frequently used articles
D. Prepare a test set of articles for import into the sandbox
a,d
A customer has a detailed question about product functionality. the customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. which features will best help the customer?(Choose 2)
A. Salesforce Chat
B. Mass Email.
C. Public Groups
D. Communities
a
Universal Containers has a contact center that provides support for five different product lines. Universal Containers needs to allow agents to share files, ask and answer questions, and share best practices specific to each product line. what is the best method to meet this requirement?
A. Set up a Chatter group for each product line.
B. Set up Document folders for each product line.
C. Set up a Case queue for each product line.
D. Set up an internal ideas site for each product line.
a
Universal Containers needs to provide users with a case entry page that meets the requirements listed below.
-Launches from the account record
-Provides a list of associated contacts and assets
-Allows a user to associate contact and assets with a new case
-Allows for the creation of a new contact
Which approach meets the requirements?
A. Create a Visualforce page for selecting the associated records and entering the new case information.
B. Modify the case page layout and enable the quick create feature for contact creation.
C. Modify the case page layout to include attributes necessary for creating a new contact.
D. Create an Apex page for selecting the associated records and entering the new case information.
c
Which case submission process leverages Apex email services?
A. Email-to-Case
B. Case submitted using chat
C. On-demand Email-to-Case
D. Web-to-Case
b,c
Universal Containers is setting up a field service dispatch contact center.Which functionality should be considered when designing the contact center? (Choose 2)

A. Chatter groups for customer
B. Mobile access to case information
C. Visibility into service entitlements
D. Predictive dialer for outbound call
b
UC wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A. Entitlement processes, contracts, contract line items, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, milestone, milestone actions, and entitlements
a
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue
b
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help.Which system will help Universal Containers meet this requirement?

A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
a
When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?

A. Original creation date and average rating of articles
B. Last modified date and frequent search terms
C. Last modified date and number of recent article views
D. Original creation date and total number of article views
a
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.Which customer requirement would require the use of Email-to-Case?

A. Accepts email attachments larger than 25 MB
B. Accepts attachments from emails
C. Handles more the 10,000 emails a day
D. Requires the use of Transport Layout Security (TLS)
b
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:- Agents need to collaborate with other teams- The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements

A. Use escalation rules for notifications and case teams to monitor cases
B. Use workflow rules for notifications and case teams to monitor cases
C. Use escalation rules for notifications and account teams to monitor cases
D. Use workflow rules for notifications and account teams to monitor cases
a,b
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
a
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

A. Create a custom related list on the case
B. Create a custom Visualforce page
C. Create a custom report
D. Create a custom view on the Case tab (or Case Feed)
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